Contact not receiving emails
One of our contacts is not getting any emails from us. His contact info shows that the email mails have been sent to him. (They have not been opened.) We have verified his email address and made sure he is subscribed. I checked the Bounced list for an email he should have received and he isn't on it. He is using Gmail and I made sure that our email address from CC hasn't been blocked and I've added the email address to his contact list. Any other suggestions?
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3 replies
Best reply by Abigail St Jean
Hey AmyD19027! It sounds like you've already done a lot of the right troubleshooting steps—so nice work. Since emails are showing as “Sent” but not “Opened” and there’s no bounce record, here are a few additional steps and possible explanations to help the situation:
1. Ask the contact to check their “All Mail” folder in Gmail
Gmail often filters emails into “Promotions,” “Social,” or even “Spam” without bouncing them. If they don't open those tabs regularly, it might seem like they're not receiving anything.
Search tip: Ask them to search Gmail for from:[email protected] to surface any hidden messages.
2. Check Gmail's "Filters and Blocked Addresses"
Even if your email isn’t blocked or marked as spam, the user might have created a filter—intentionally or accidentally—that automatically archives, deletes, or skips the inbox.
3. Ask them to whitelist Constant Contact’s sending domains
Have them add these domains to their Gmail safe senders list or whitelist in settings:
Any custom domains you might use for authenticated sending
4. Confirm email or device issues
Sometimes emails are being delivered but aren't surfacing due to:
Mobile app filtering (especially in Gmail or Apple Mail apps)
Third-party email security tools or firewalls (e.g. McAfee, Mimecast, etc.)
Ask if they can check their email from a different device or browser to rule this out.
5. Check for engagement
Even if they’re subscribed, Constant Contact might temporarily suppress sends to contacts who have not engaged in a long time (to protect sender reputation). You can:
Try resending the campaign using a “Resend to Non-Openers” option.
Send them a personal test email with a different subject line to see if it lands.
Let me know if this helps!
